# The media sync source could not be reached

> Canonical HTML: https://screenrig.ai/problems/media-sync-source-unavailable

HTTP 500 · `media_sync_source_unavailable`

## What it means

The API answers with HTTP 500 Internal Server Error and an `application/problem+json` document when the condition is The media sync source could not be reached. The document's `type` member is `https://screenrig.ai/problems/media-sync-source-unavailable`, the address of this page, and its `code` member is `media_sync_source_unavailable`.

## What to do

The provider (Microsoft or Canva) could not be reached or answered with a failure. Retry the same request after a short wait.

## Player action

The Player action class is `retry_backoff`: Retry the same request on the backoff schedule, never sooner than Retry-After.

## Reference

| Field | Value |
| --- | --- |
| Code | `media_sync_source_unavailable` |
| HTTP status | `500 Internal Server Error` |
| Type | `https://screenrig.ai/problems/media-sync-source-unavailable` |
| Player action | `retry_backoff` |
| Retryable | `yes` |

- [All problem types](https://screenrig.ai/problems)
- [API reference](https://screenrig.ai/docs/api#problems)
- [Problem registry YAML](https://screenrig.ai/docs/api/problems.yaml)